Nurse Plus UK - Exeter

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and relatives confirmed that staff were polite and respectful in their interactions. One relative said, “The care staff are good with Mum, they’ve got to know her and have had a lot of good conversations. They are also frequently in touch with us. I have nothing negative to say.” Staff told us, “I take time at the start of a visit to engage with individuals, listen to them and build rapport. Being genuinely interested makes a big difference in building trust over time.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were happy that staff did things in the way they wanted. One person said, “They do all the things I want, with the carer I am more than happy.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were involved in their care and were asked about how they wanted to be supported. A care worker told us, “I like being out with people making them happy, so they have what they need.” Staff respected and encouraged people to remain as independent as possible. One relative said, “I don’t think you could get better staff, they do what is needed and make me feel comfortable.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. For example, the care records were detailed and enabled staff to approach people in a way they felt comfortable with which minimised the risk of distress.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Although there had been some management changes, staff confirmed they felt well supported in their role. They felt the manager was friendly in their approach and took the time to listen to staff. A care worker told us, “I felt well prepared before I started my role. My co-ordinator was approachable and they check in with me.” Another care worker said, “I never feel as though I am left to manage difficult situations alone, which gives me a lot of confidence in my work.”